Sign up to the Fini platform using https://app.usefini.com/, and, either

• Book a demo with the team, or

  

• Send us an email at [email protected] and get an invite. An invite would look something like this.

  

On the Home page, you can create a new bot and add any Knowledge base you wish the AI to use when responding to customers

Enter user subdomain name just like in the image below and click Next

Click on the Authorize button at the end of the page

Upon successful integration, you will see the following in your Zendesk workspace:

• Fields created at ticket level are:

  • Fini-Reference Links , Fini-Escalation & Fini-Do not Trigger

    

• Webhooks:

  • Webhook to trigger a reply in Zendesk messaging - Trigger Fini Reply on Message in Zendesk Messaging Ticket: 11xxxxxxxx6

  • Webhook to trigger a reply in Zendesk Email - Trigger Fini Reply on Message in Zendesk Email Ticket: 11xxxxxxxx6

    

• Conversation Integration in Conversation integrations tab

  • Fini Zendesk Conversation Integration App to access Sunshine conversations API and reply to Zendesk messaging.

  

Now, in the Fini plaform, select the bot (you have just created) from the Bot Selector section in Zendesk Integration in order for the bot to be able to reply to tickets. You can also chose settings for bot to reply, handoff to agents etc for different Zendesk brands. If no brand is selected, the selected bot would reply to tickets across all the brands.